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Journal Articles

Investigating the interplay between emotional labor, innovative work behavior and service recovery performance among frontline employees in the telecommunication sector of Pakistan

Sheema Matloob, Nabeel Nisar, Ali Raza, Ali Mohsin Salim Ba Awain, Pashmina Pathan
Journal: The TQM Journal
The TQM Journal (2026) 38 (7): 1756–1774.
https://doi.org/10.1108/TQM-02-2024-0059
Published: 14 May 2025
...Sheema Matloob; Nabeel Nisar; Ali Raza; Ali Mohsin Salim Ba Awain; Pashmina Pathan Purpose The purpose of the present study is to examine the influence of innovative work behavior (IWB) on service recovery performance (SRP) with the intervention of emotional labor (EL) among frontline employees...
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